...

The

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report is an interactive, click-able report which begins with a complete summary of all site or extension groups, showing call summaries for each call type (inbound, outbound and missed calls). Identify the areas of your business you want to inspect, and simply 'drill-down' into them to see the same summary information for each sub- group or extension. Totals, maximums and averages are displayed at the foot of each column.

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<a id="Running the report"></a>

Running the report

On the Reports screen, click on Enterprise Overview in the reports list and then press the Select this report button.

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A new window will appear, where you can select the criteria for your report.

Selecting the reporting period

Every report requires a period to run over. This is generally defined as the "Reporting period".

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There are several preset periods that can be selected from a drop-down list. The predefined periods are based on a standard Gregorian calendar and are defined as follows:

Period	Description
Today	The start and end dates are set to the current date. The start time is set to 00:00:00 and the end time to 23:59:59.
Yesterday	The start and end dates are set to the current date minus one day. The start time is set to 00:00:00 and the end time to 23:59:59.
This week	The start date is set to the first day (normally Monday) of the current week. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time.
Last week	The start date is set to the date of the last Monday, and the end date is set to the start date plus seven days. The start time is set to 00:00:00 and the end time to 23:59:59.
This month	The start date is set to the first day of the current month. The end date is set to the current day. The start time is set to 00:00:00 and the end time to the current time.
Last month	The start date for this period is set in three stages. The day is set to 01, the month is set to the current month minus one, or in the case of January, it is set to 12. The year is set to the current year, unless it is a new year, in which case the year is reduced by one. The start and end times are set to 00:00:00 and 23:59:59 respectively.
This year	The start date is set to the first day of the first month of the current year, whilst the end date is set to today's date. The start and end times are set to 00:00:00 and 23:59:59 respectively.
All calls	The start and end dates and times are set to the date and time of the first and last call in the entire call database, respectively.
Custom period	Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.

If you want to be more specific, you can choose the Custom period from the drop-down list. This option will allow you to define the Start date and End date yourself, as well as the Start time and End time of the calls you want to report on.

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When the report is executed, the reporting engine will substitute the start and end dates based on the current date or the relevant selection made by the user.

Once you have set the report's period, click on theNextbutton to set more of the report's parameters or select theFinishbutton to run the report.

Selecting the reporting entity

The reporting entity paramater allows you to select which part of your organisation you want to run the report for (site, extension group, channels or individual extensions).

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Site

TIM Plus will allow you to log information from up to five sites. If you want to report on a particular site, select your preferred site from the drop-down list, alternatively leave the default settings as All sites.

Reporting_filter

Filter	Sites
Value	All sites

Tip
The username and password you have been allocated might be restricted to a specific site or group. If you need additional permissions, please contact your system administrator.

Group

There is no limit to the number of groups you can create on one site. Groups, like sites are available as a drop-down list. You can choose to report on a specific group or leave the default setting as All groups.

Reporting_filter

Filter	Groups
Value	All groups

Please note that the drop-down list for each group will appear only if a site has already been selected.

User

Once a site and group has been selected, you can also choose to report on a particular user from the drop-down list, or you can leave the default setting as All users.

Reporting_filter

Filter	User
Value	All users

Once you have set the report's entities, click on theNextbutton to set more of the report's features or select theFinishbutton to run the report.

Selecting the report filters

This option allows you to filter out certain calls from your results, by selecting the values of the parameters.

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These filters allow you to be very specific, when deciding the call information you would like to display in the final report.If you do not want to select any filters, simply press theNextbutton to skip.

Please find a brief description of all filters below:

Account code

If you want to produce a bill consisting of all chargeable calls made using a particular account code, enter this code in the field provided.

Reporting_filter

Filter	Account code
Value	0140

To report on more than one account code, you can use a comma to separate the entries.

Call type

This filter allows you to define the type of call you would like to report on. If you would like to report on all calls, leave the default setting as All calls.

Reporting_filter

Filter	Call type
Value	All calls

If you want to report on one call type in particular, expand the drop-down list and select from the available options.

Carrier

If you use more than one carrier, you can choose which carrier's calls to report on. To report on all calls from all carriers, leave the default setting as All carriers.

Reporting_filter

Filter	Carrier
Value	All carriers

If you only use one carrier, there will be no drop-down list available and no option to choose a different carrier.

CLI

The Caller Line Identification (CLI) is a phone number that calls your organisation. This is sometimes withheld by the person making the call.

You may choose to report on calls from a particular CLI or from numbers beginning with a particular CLI. For example, for calls from Tri-Line you would enter 02072652600.

Reporting_filter

Filter	CLI
Value	02072652600

This filter accepts the comparison operators ! and * (e.g. to exclude calls from Tri-Line, you would use !020726526*). To report on more than one CLI, user a comma to separate the entries.

Cost

If you want to add a filter for call costs, type in the cost you wish to define, as shown below.

Reporting_filter

Filter	Cost
Value	<2.00

This filter allows you to specify a range (-) or use comparison operators (>, <, ! and *).

Destination

If you want to filter calls to a specific, known destination, you can type the destination in the field provided. This filter accepts the comparison operators ! and *.

For example, if you want to exclude all calls to France, enter

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Label	!France*

, as shown below:

Reporting_filter

Filter	Destination
Value	!France*

Dialled number

To filter calls to a specific number, type the number that was dialled in the box provided. The dialled number can be a number that you dial out, or a DDI number within your organisation that someone dials in to get to a particular extension.

To filter calls to a specific area, a partial number may be entered (e.g. 0033, for calls to France).

Reporting_filter

Filter	Dialled number
Value	0033

This filter accepts the comparison operators ! and * (e.g. to exclude calls to 0207 265, enter !0207265* ).

Duration

To filter calls above or below a particular duration, enter the number of seconds and the relevant symbol in the box provided. This filter allows you to specify a range (-) or use comparison operators (>, <, ! and *).

Reporting_filter

Filter	Duration
Value	>1800

In the above example, the filter will look for calls longer than 1800 seconds (30 minutes). Alternatively, you may want to exclude calls below a certain threshold (e.g. below 3 seconds).

LCR code

If you are using Least Cost Routing (LCR), you may want to filter your results the by LCR code, in order to check a bill from your LCR provider. To do this, enter the LCR code in the box provided.

Reporting_filter

Filter	LCR code
Value	162

This filter accepts the comparison operators ! and * (e.g. to exclude a specific LCR code, add the code with the required operators !162*)

Response

This option allows you to filter calls based on their response time.The results will be filtered according to the response time threshold that you define in the provided field. The threshold you specify will be measured in seconds.

Reporting_filter

Filter	Response time
Value	>10

In the above example, the search results will display calls that have a response time above 10 seconds.

Start time

This option allows you to filter calls based on the start time of the call, which is basically the time of day the call started. Enter your preferred start time in the field provided, using the following format hh:mm:ss.
For example, if you want your results to include calls logged after 10 a.m. only, you need to enter 10:00:00 in the Start time field, as shown below:

Reporting_filter

Filter	Start time
Value	10:00:00

Trunk access code

If you want to filter your results by a trunk access code, enter this in the field provided. For example, to exclude all calls with access code 9, add !9 in the filed provided.

Reporting_filter

Filter	Trunk access code
Value	9

This filter accepts the comparison operators ! and *.

Selecting the report options

This section allows you to further narrow down your report results, by excluding certain types of calls or sorting the results in a particular manner. The filters are fairly self-explanatory. For example, if you would like to exclude weekend calls from the report, simply tick the option to exclude weekend calls. If you would like to ignore missed calls shorter than a specific duration, simply enter the duration in the box.

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Exclude weekends

If you would like to exclude weekend calls from the search results, simply select the tick-box to exclude weekend calls.

Reporting_option

Option	Exclude weekends

Exclude transfers

Select this option if you would like to exclude transfers from the search results. For example if you want to see only how well calls were answered when first presented, you would choose to exclude transfers.

Reporting_option

Option	Exclude transfers

Hide unused

Tick this option if you would like to exclude any entity which has not been used.

Reporting_option

Option	Hide unused

Sort order

Expanding the drop-down list available, you can choose whether you would like the results of the report to appear in ascending or descending order.

Reporting_filter

Filter	Sort order
Value	Ascending
Option	Sort order

Sort results by

You may choose the order in which results are sorted by selecting the appropriate option from the list provided:

Reporting_filter

Filter	Sort results by
Value	Name

Ignore missed calls shorter than

If you would like to exclude short calls from your report, enter the duration below which you'd like to ignore calls. If you would like to exclude very short calls (e.g. calls below 3 seconds), simply enter the number

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in the box provided:

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Selecting the report format

This section allows you to choose the output format of your report. To select the desired format, click on the drop-down list and choose from the available options: Web, PDF, Excel, CSV and XML. More details about each report format are available in the Setting the report format section above.

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Creating the report

When you have chosen a reporting period, and are happy with your selections, you have two options:

run the report now
schedule the report for future delivery

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If you click on the Run now button, the report will run instantly in your chosen format.

If you want to schedule the report to run at a later time, follow the instruction given in the Schedule a report section.

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The report's results

When selecting WEB as the output format, this report will appear as below. To view details of any filters or selection parameters used in creating this report, simply click on About this report on the top-right corner of the page.

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As with all reports, the header of the report includes:

the report title
the date and time of the report
the name of the report, if applicable

The WEB format allows for complete flexibility when viewing any report. All headers are clickable allowing you re-arrange the report layout in seconds, to sort the calls in ascending or decending order based on the header clicked.

If you You can click on any site to drill-down to the extension group information. The example below shows extension group information for the London site.

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The body of the report consists of detailed summary information about each extension group (or individual extension if you already selected an extension group during the criteria selection process). A description of each column header is described here, in order from left to right:

Header	Description
Site/Extension Group	If reporting on more than one site, the first screen will by default show site information. If reporting on a single site only, the report will display the extension group by default. You can drill-down to the extension group level, by clicking on the individual site name. If an extension group is missing from this list, then the system did not find any calls made or received by any extension in that group.
Missed	The missed calls column is always displayed as red. It allows you to re-order your call analysis detail based on whichever of the following criteria is most important: Image Added: Shows how many unanswered (or abandoned) calls lost by all active extensions in the particular group displayed. Avg duration: Shows the average duration of missed calls for the group displayed alongside.
Answered	The answered calls columm is always displayed in green. It allows you to re-order the Call analysis report based on incoming call information. You can re-arrange based on any of the following selection criteria: Image Added: Shows the number of incoming calls that were successfully answered by extensions in the group. Transferred calls are included in this total. Total duration: This column shows the total duration of all incoming calls by all extensions in the group. Avg duration: The average duration of all incoming calls for the group. Avg response: The average time taken to respond to calls for the group/extension displayed.
Outbound	The outbound calls column is always displayed in blue. It shows the total number of calls for each half hour, the maximum, average and total duration for calls in that half hour and average and total cost of calls made in that half hour. It also allows you to re-order the Call analysis report based on this outbound call information. You can re-arrange based on any of the following selection criteria: Image Added: The number of outbound calls made by the extension group. Total duration: The total aggregate duration of all outgoing calls by all active extensions in the group. Avg duration: Average duration of an outgoing calls by all extensions in the group. Total cost: Total aggregate cost of all outbound calls made by all active extensions in the extension group.

In addition to the summary information, totals and averages of all call types are shown in footer for each column.

Drilling-down

To see the information for each individual extension in a particular group, click on the extension group you're interested in, and a new report will be produced showing the same summary information for each individual extension in the selected group, as shown below:

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Finally, by clicking on the hyperlink of a particular extension, a new report is produced again, showing - in chronological order - the actual calls that were made or received by that particular extension.

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The output for this is slightly different than the previous summary screens and rather than a summary information, the calls are presented as an itemised list. The table below explains what each column represents:

Header	Description
Date & Time	Shows the date and time the calls was started.
Source	Details of where the call originated.
CLI	Shows the caller line identity of the incoming call.
Route	Shows the number that was dialled, in the case of an outgoing or internal call.
Destination	For outgoing calls, shows the destination of the call; for other calls, shows the type of call, e.g. unanswered, abandoned, internal, feature call.
Response	The response field shows the length of time it took before the call was answered i.e. the response time.
Duration	Shows the duration of the call in hours, minutes and seconds.
Cost	Shows the cost of the call.
Image Added	Shows only if there is a recording associated with the call. To play, simply click on this icon.

If you would like to go back and view this report for a larger section of the organisation, click on the appropriate link in the breadcrumb, as shown below:-

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<h2>Introduction</h2>

<p>A simple, quick, easy-to-use, fully-clickable report which begins with a complete summary of all site or extension groups'
activity (outgoing, incoming and abandoned calls) and each group's total call costs. Click on any group, and the report
zooms in to show the same summary information for each sub- group. Zoom in further by clicking on a particular
extension, and the report will show you a detailed log of all activity on that extension.</p>

<p>An added bonus of this report is its ability to identify calls on extensions that you mightn't have thought even existed! These are shown separately at the foot
of the extension groups, and can sometimes create a few surprises!</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_1.png" alt="Enterprise overview" />

<h2>Running the report</h2>

<p>On the <span class="reference">Reports</span> screen, click on <span class="reference">Enterprise overview</span> in the reports list and then press the <span class="button">Select this report</span> button.</p>

<img class="screenshot" src="http://www.tri-line.com/common/img/documentation/tim_plus/enterprise_overview_2.png" alt="Enterprise overview" />

<p>The following report selection criteria window appears:</p>

<h4>Reporting period</h4>

<p>Every report requires a period to run over. This is generally defined as the "Reporting period".</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/period_screen.png" alt="Enterprise overview" />

<p>There are several pre-defined periods that can be selected from a simple drop-down list as shown above.</p>

<p>The built-in periods are based on a standard Gregorian calendar and are defined as follows:</p>

<table class="confluenceTable">
	<tbody>
		<tr>
			<th class="confluenceTh" width=98>Period</th>
			<th class="confluenceTh">Description</th>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Today</b></td>
			<td class="confluenceTd">The start date and end date is set to the current date. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Yesterday</b></td>
			<td class="confluenceTd">The start date and end date is set to the current date minus one day. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This week</b></td>
			<td class="confluenceTd">The start date is set to the Monday of the current week, whilst the end date is set to the current day. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Last week</b></td>
			<td class="confluenceTd">The start date is set to the last Monday, whilst the end date is set to the start date plus seven days. The start time is set to <span class="keyword">00:00:00</span> and the end time to <span class="keyword">23:59:59</span>.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This month</b></td>
			<td class="confluenceTd">The start date is set to the 1<span class="exponent">st</span> day of the current month and the end date to today. The default start time is set to <span class="keyword">00:00:00</span> and the end time to the current time.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Last month</b></td>
			<td class="confluenceTd">The start date for this period is set in three stages. The day is set to <span class="keyword">01</span>, the month is set to the current month minus one, or in the case of January, 
			it is set to <span class="keyword">12</span>. The year is set to the current year, unless it is a new year, in which case the year is reduced by one. The start and end times are set to 
			<span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>This year</b></td>
			<td class="confluenceTd">The start date is set to the first day of the first month of the current year. The end date is set to today's date. The start and end times are set to <span class="keyword">00:00:00</span> and <span class="keyword">23:59:59</span> respectively.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>All calls</b></td>
			<td class="confluenceTd">The start date is set to the date of the first call in the database, whilst the end date is set to the date of the most recent call in the database. Times are also set to the times of the first and last calls in the database.</td>
		</tr>
		<tr>
			<td class="confluenceTd"><b>Custom period</b></td>
			<td class="confluenceTd">Enter the start and end dates and times into the boxes below. The start and end times are linked to their respective dates.</td>
		</tr>
	</tbody>
</table>

<p>If you want to be more specific, you can choose the <span class="keyword">Custom period</span> from the bottom of the drop-down list. This option
will allow you to define the start date and end date yourself, as shown below. When you need to be even more specific,
you can also choose a start time and end time.</p>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/custom_period_screen.png" alt="Enterprise overview" />

<p>When the report is executed, if the user has selected an in-built period, the reporting engine simply substitutes the start
and end dates based on the current date and the period the user selected.</p>

<p>Once you have set the report's period, click on the <span class="button">Next</span> button to set more of the report's features or select the <span class="button">Finish</span> button to run the report.</p>

<h4>What do you want to report on?</h4>

<p>In addition to the reporting period, each report offers you the opportunity to define exactly what you want to report on. This is
generally a site, group or user.</p>

<h5>Site</h5>

<img class="screenshot border" src="http://www.tri-line.com/common/img/documentation/tim_plus/entity_screen_1.png" alt="Enterprise overview" />

<p>TIM Plus will allow you to log information from up to five sites. If you want to report on a specific site, select that site from
the drop-down list or to select all sites' data, leave it at the default <span class="keyword">All sites</span> as shown above.</p>

...

Enterprise Overview

Versions Compared

Old Version 22

New Version 23

Key

Running the report

Selecting the reporting period

Selecting the reporting entity

Site

Group

User

Selecting the report filters

Account code

Call type

Carrier

CLI

Cost

Destination

Dialled number

Duration

LCR code

Response

Start time

Trunk access code

Selecting the report options

Exclude weekends

Exclude transfers

Hide unused

Sort order

Sort results by

Ignore missed calls shorter than

Selecting the report format

Creating the report

The report's results

Drilling-down